Reporting to the Supervisor/Manager in Policy Owner Services, or Manager in Affinity Markets, this position is primarily responsible for processing transactions that vary in level of complexity. There is a need to work on multiple administration systems with various products and work types; all with varying complexity.

Position Responsibilities:

• Review and process incoming transactions accurately and promptly while delivering strong customer service via email, phone, and written communication. This includes researching, analyzing, and responding to requests from internal and external clients and taking appropriate actions to resolve issues.

• Possess extensive knowledge of Individual Insurance and/or Affinity Markets, including products, systems, and a basic understanding of all areas within Policy Owner Services.

• Collaborate with teams across different locations to manage dynamic volumes and meet service standards effectively.

• Enhance departmental efficiency by identifying and contributing to process improvements and enhancements, demonstrating a positive problem-solving approach.

• Stay updated with policy and procedure changes, participate in ongoing training, assist with various departmental functions, and engage in continuous process improvement initiatives for greater efficiency and effectiveness.

Required Qualifications:

• College diploma or related business experience

• Solid knowledge of Manulife’s Compliance and Privacy guidelines

• Proficient knowledge of MS Office

Preferred Qualifications:

• Demonstrates independence and initiative, requiring minimal supervision, with strong decision-making and attention to detail.

• Exhibits excellent interpersonal and communication skills, both written and verbal, and responds positively and productively to challenges and opportunities.

• Thrives in a fast-paced environment, showing resilience and adaptability to change, with strong organizational skills and the ability to multitask.

• Possesses strong customer service skills and good mathematical aptitude, along with system, product, and procedural knowledge.

• Collaborates effectively as a team player across departments and locations, fostering a cooperative and supportive work environment.

When you join our team:

• We’ll empower you to learn and grow the career you want. 

• We’ll recognize and support you in a flexible environment where well-being and inclusion are more than just words. 

• As part of our global team, we’ll support you in shaping the future you want to see.

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About Manulife and John Hancock

Manulife Financial Corporation is a leading international financial services provider, helping people make their decisions easier and lives better. To learn more about us, visit https://www.manulife.com/en/about/our-story.html.

Manulife is an Equal Opportunity Employer

At Manulife/John Hancock, we embrace our diversity. We strive to attract, develop and retain a workforce that is as diverse as the customers we serve and to foster an inclusive work environment that embraces the strength of cultures and individuals. We are committed to fair recruitment, retention, advancement and compensation, and we administer all of our practices and programs without discrimination on the basis of race, ancestry, place of origin, colour, ethnic origin, citizenship, religion or religious beliefs, creed, sex (including pregnancy and pregnancy-related conditions), sexual orientation, genetic characteristics, veteran status, gender identity, gender expression, age, marital status, family status, disability, or any other ground protected by applicable law.

It is our priority to remove barriers to provide equal access to employment. A Human Resources representative will work with applicants who request a reasonable accommodation during the application process. All information shared during the accommodation request process will be stored and used in a manner that is consistent with applicable laws and Manulife/John Hancock policies. To request a reasonable accommodation in the application process, contact recruitment@manulife.com.

Salary range is expected to be between

If you are applying for this role outside of the primary location, please contact recruitment@manulife.com for the salary range for your location. The actual salary will vary depending on local market conditions, geography and relevant job-related factors such as knowledge, skills, qualifications, experience, and education/training. Employees also have the opportunity to participate in incentive programs and earn incentive compensation tied to business and individual performance.

Manulife offers eligible employees a wide array of customizable benefits, including health, dental, mental health, vision, short- and long-term disability, life and AD&D insurance coverage, adoption/surrogacy and wellness benefits, and employee/family assistance plans. We also offer eligible employees various retirement savings plans (including pension and a global share ownership plan with employer matching contributions) and financial education and counseling resources. Our generous paid time off program in Canada includes holidays, vacation, personal, and sick days, and we offer the full range of statutory leaves of absence. If you are applying for this role in the U.S., please contact recruitment@manulife.com for more information about U.S.-specific paid time off provisions.